Cancellations and returns
Refund Policy
How cancellation requests are handled, how refund amounts are calculated and when approved refunds are returned.
Last updated: August 10, 2026
1. Booking-specific cancellation terms
Because hotels, transport, tickets and custom arrangements have different supplier rules, the exact cancellation deadlines and charges shown in your quote, checkout or booking confirmation take priority over this general policy.
2. How to request a cancellation
The lead traveller should submit the request through our Contact page and include the booking reference, traveller name, affected services and reason for cancellation. A cancellation takes effect when we receive and acknowledge it, not when it is first drafted or sent elsewhere.
3. How a refund is calculated
Where a refund is available, the refundable amount is the payment received for the affected service less any applicable:
- cancellation charge disclosed in the booking documents;
- non-recoverable hotel, transport, ticket or other supplier cost;
- value of services already provided or used;
- reasonable administration cost disclosed before confirmation; and
- non-recoverable payment or currency conversion cost, where permitted by law.
We will explain the calculation on request. Mandatory rights under applicable consumer law are not reduced by this policy.
4. Non-refundable and unused services
Services described as non-refundable, promotional or subject to special supplier terms may not be refundable after confirmation. No-shows, late arrival, voluntary early departure and unused itinerary items are normally non-refundable unless the supplier agrees or applicable law requires otherwise.
5. Cancellation or significant change by us
If we cancel an affected service before it begins, you may choose an available suitable alternative or receive a refund for that service, subject to the confirmed contract and applicable law. If a significant pre-departure change is proposed, we will explain the available options and any price adjustment.
6. Extraordinary circumstances
Severe weather, natural disaster, epidemic, conflict, government restriction, border closure and similar events may affect travel. The available remedy depends on the affected service, supplier terms, confirmed contract and mandatory law. Where applicable law gives a right to cancel a package because unavoidable and extraordinary circumstances significantly affect performance, eligible payments will be returned without undue delay and within any legally required period.
7. Refund method and timing
Approved refunds are normally sent to the original payment method. We aim to initiate payment within 7–14 business days after the amount is confirmed and required supplier funds or information are available. Banks, card networks and international transfers may require additional processing time. If law requires a shorter period, the legal period applies.
8. Duplicate or incorrect charges
If you believe a payment was duplicated or charged incorrectly, contact us promptly with the booking reference and payment evidence. Verified errors will be corrected. Please allow us a reasonable opportunity to investigate before starting a payment dispute.
9. Questions about a refund
Use our Contact page and include your booking reference. Related conditions are available in our Booking Terms.
